In the hotel industry, exceptional service failure recovery is a key determinant of customer satisfaction and loyalty. Western‐based hotel corporations should adapt their failure recovery training programs for their properties in China. Adjustments are necessary because of differences in cognitive processing. Modifications are also required due to various Chinese cultural characteristics.
Magnini, V.P. and Ford, J.B. (2004), "Service failure recovery in China", International Journal of Contemporary Hospitality Management, Vol. 16 No. 5, pp. 279-286. https://doi.org/10.1108/09596110410540249
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